BAD CLAIM PROCEDURE

I am a fairly new member on the discovery medical aid and I had to get my eyes tested and get a pair of glasses. I checked for optometrists on the key-care network on their website and a practise by the name of Spectacular Vision was one of them, I contacted them and they told me they are now called Eye Candy but they are the same practise. The receptionist told me that they don't work with ISO Leso so I have to pay upfront and claim back of which I did. I submitted my claim on the 20th of April but forgot to attach the invoice. I got a call from a guy at Iso Leso on the 22nd who advised me to resend it and it would take 2 to 3 working days to be processed. I called on the 28th and a lady at Iso Leso advised me that it will be processed by the 30th of April. I called again today and spoke to Joyce at Iso Leso who then told me that it has not yet been processed because the staff members were in training. I mean why would all of them go on training at once??? When I aksed her how long it would now take she says I must check next week Thursday of which it will now not be 2 to 3 working days but a total of 9 to 10 working days. THIS IS UNACCEPTABLE FOR A BIG COMPANY LIKE DISCOVERY!!!